A lesson in customer retention

[Mom]

I have been a client of a local business for 30 odd years and have recently taken my business to his opposition and wont be going back.

I broke my glasses, pisses you off when it happens, particularly when you are blind as a friggen bat and can not read a thing with out them. It is all ok though, I am insured and this is why I pay for insurance :yes: So, I make a call to the business that I have dealt with for a long time, tell them I broke my specs and attempt to make an appointment to get some new ones :2thumbsup

So, far so good. Now things are a bit tight financially for me at the moment, read very tight if you will, I can not afford to buy new glasses, but will manage to pay the excess on my insurance claim without too much hardship. I got asked if I was going to claim insurance, I said yes. What is the name of your insurance company? Um, think it is xyz, but I will have to check with my broker. This is when things got tricky, apparently if I am with a broker I have to pay them in full for new specs and get reimbursed by the insurance company, they dont handle broker claims. I did ask again if I had heard correctly, and yes it was confirmed, if I was insured via a broker I had to pay in full, if I was directly insured then no problem at all. I said thank you, I can't afford to pay for new glasses and rang off.

Luckily I now have an option in town. I made a call to the opposition and it appeared to be no problem to them at all. My new specs should arrive anyday :D

So, being a decent sort of long term client, I wrote and hand delivered a letter to my ex optomitrist and put him in the picture as to what had happened. He rang me, very sorry to hear of my experience. He had interviewed his staff, and they denied saying I had to pay up front for my new glasses, so this was all my problem. Oh, OK! I must have imagined it then, in fact my fantasy extended to taking the time to write to you telling you about it. Sure, that is fine. It is your business after all.

I am lying, it never happened, I must have made the whole thing up. A 30 year client of yours takes the time to tell you why they are no longer one, in writing no less, and you dont think there may be even the smallest bit of truth in what they are saying? Wonder how many more of your clients have been told something similar?

Well he stopped then and thought about it, perhaps I should look into this a bit more? Perhaps he has read my letter after all. In it I suggested he review his policy on accepting broker based insurance claims or take the time to train his staff in how to apply his policy.

There is one quick lesson in how you will not win a client back after fucking up. Sure, support your staff, back them all the way if they are right. Train them well to ensure they are really representative of your business principles. But, if you get a complaint, investigate it. Hear both sides, before you tell someone that took the time to write to you, they are wrong, what they complained about never happened. Then train your staff up a bit more and/or put your client in the grumpy bitch pile :D

[Laava]

Ha ha, good one, you go girl!

[steve_t]

Have u posted this before? I've got wicked deja vu

[Pussy]

Here's a suggestion for your next correspondence, Mom:

Dear Former Optometrist,
Get a big hairy dog up ya!

Love,
Mom



No, don't thank me.... you're welcome!

[Motu]

I bet he's having a big sigh of relief and congratulating his staff.The plan worked perfectly and he's off loaded the bitch to that other sucker.There is always two sides to a story.

Is he allowed to defend himself here,or is this a KB bash only?

[Mom]

I bet he's having a big sigh of relief and congratulating his staff.The plan worked perfectly and he's off loaded the bitch to that other sucker.There is always two sides to a story.

Is he allowed to defend himself here,or is this a KB bash only?

Meh, like I said mate, he can add me to his bitch list if he likes, and yes always two sides, in your eyes he was right I guess, I am a liar.

[Crasherfromwayback]

Here's a suggestion for your next correspondence, Mom:

Dear Former Optometrist,
Get a big hairy dog up ya!

Love,
Mom



No, don't thank me.... you're welcome!

He won't be able to see what colour the dog is dummy...he's blind too!

[peasea]

He won't be able to see what colour the dog is dummy...he's blind too!

I hate to be pedantic (actually I love it) but where was the colour of the dog mentioned? It should have been, as in; "get a big BLACK hairy dog up ya" but not so in this case. I'm sorry but while I agree with your sentiment, colour was not an issue.

[Crasherfromwayback]

I hate to be pedantic (actually I love it) but where was the colour of the dog mentioned? It should have been, as in; "get a big BLACK hairy dog up ya" but not so in this case. I'm sorry but while I agree with your sentiment, colour was not an issue.

You're 100% correct to be pedantic in this particular instance. I'm so used to reading "get a big black dog up ya" that I automatically saw it again. It's also now hairy. I'm (in my defence) also now claiming the blind cunt...whilst not knowing what colour said dog that was rooting him was...would be able to at least tell it's hairy. Braille dog.

[Pussy]

Braille dogs are more often than not YELLOW dogs, Pete. Get with the game, mate!

[peasea]

You're 100% correct to be pedantic in this particular instance. I'm so used to reading "get a big black dog up ya" that I automatically saw it again. It's also now hairy. I'm (in my defence) also now claiming the blind cunt...whilst not knowing what colour said dog that was rooting him was...would be able to at least tell it's hairy. Braille dog.

As opposed to a 'guide dog' I suppose, which is just as hairy probably, wears green shorts, no bra, is named Bertha and leads you on DOC adventures into the forest. Oh yay.

[doc]

[
There is one quick lesson in how you will not win a client back after fucking up. [/QUOTE]

I agree but why do they spend so much on attracting new clients thru advertising , instead of looking after the ones they already have ? Sort of feel like I've been used by them sometimes. but I digress . It still makes me feel like a one nite stand . :calm: Aye

[Crasherfromwayback]

Braille dogs are more often than not YELLOW dogs, Pete. Get with the game, mate!

Talking of colours...what's black and tan...and walks backwards up stairs?




A Dachshund with a hard on.

[Motu]

Meh, like I said mate, he can add me to his bitch list if he likes, and yes always two sides, in your eyes he was right I guess, I am a liar.

I can only hope there is an optometrist forum somewhere where a similar discussion is being held.I believe in justice and a fair fight - it's a pity he is unable to participate in your trial of his business....

[R6_kid]

Perhaps you should visit the hearing specialist as well next time :whistle:

[peasea]

[
There is one quick lesson in how you will not win a client back after fucking up.

I agree but why do they spend so much on attracting new clients thru advertising , instead of looking after the ones they already have ? Sort of feel like I've been used by them sometimes. but I digress . It still makes me feel like a one nite stand . :calm: Aye[/QUOTE]

I've been in business myself and the best advertising was through word of mouth. "He'll see ya right" is worth ten newspaper ads. I had some very loyal customers who got a little bit extra for their custom, a free tail light bulb works wonders.....

Your experience shows that some business operators just don't get it. Arrogant.

[Crasherfromwayback]

. I had some very loyal customers who got a little bit extra for their custom, a free tail light bulb works wonders.....



That...or offer them your dog for a night.

[Pussy]

Talking of colours...what's black and tan...and walks backwards up stairs?




A Dachshund with a hard on.

Similarly... if you end up in a situation where a big Rottweiller is rooting your leg, the best thing you can do is fake an orgasm

[Crasherfromwayback]

I can only hope there is an optometrist forum somewhere where a similar discussion is being held.I believe in justice and a fair fight - it's a pity he is unable to participate in your trial of his business....

Thing being Motu...and I could be wrong...it's not like Mom has named the business?

[ynot slow]

Agree 100% with a boss backing his staff,but the staff have to own up if they stuff up.I was in similar situation a few years ago,a customer wanted cash discount,but we were doing no deposit,18mths I/F,told him sorry we can't do that,if it's I/F and we give a discount because you want to pay cash that will contravene the finance laws regarding I/F and opens us up for charges under commerce act or similar.He went away to think it over,came back a day or so later,said to the boss I'd said you can have cash discount of $xxx for cash.Boss said sorry there is no way I can do that,we can only do I/F.This guy ranted on,even asking to speak to me,boss asked me in private and I said no way did I say that to him,added he tried that another time.Boss goes to him and said must have been a misunderstanding,was happy to do I/F but no cash discount.Best part was another customer overheard this guy ranting and when he had gone told my boss that your staff member was telling the truth.


Yes always two sides to all stories,but 1 disgruntled customer tells 20 others.

[peasea]

That...or offer them your dog for a night.

I did, but she divorced me.

[Crasherfromwayback]

Similarly... if you end up in a situation where a big Rottweiller is rooting your leg, the best thing you can do is fake an orgasm

As if you'd have to fake it ya dirty dog rooter.

[Mom]

Braille dogs are more often than not YELLOW dogs, Pete. Get with the game, mate!

Dont be silly! Braille dogs are spotted. You read them by running your hands over their dots :beer:

[Crasherfromwayback]

Yes always two sides to all stories,but 1 disgruntled customer tells 20 others.

Set your dog on him.

[Pussy]

Rover.... Here boy!

[peasea]

Dont be silly! Braille dogs are spotted. You read them by running your hands over their dots :beer:

OMG! It's Comedy Central here tonight isn't it?

[Pussy]

Hmmmm... makes you wonder a bit about that other thread a few weeks ago... you know, the one about people "eating" their dog..... :whistle:

[ynot slow]

Dont be silly! Braille dogs are spotted. You read them by running your hands over their dots :beer:

And for the blind people punishing the dog is simple,give it a biscuit,whilst holding biscuit move so dog is in front of you and boot,remember to let biscuit go as foot hits arse.

[Motu]

Thing being Motu...and I could be wrong...it's not like Mom has named the business?

In my imagined forum where he is getting his own back....he hasn't named her either.

[peasea]

In my imagined forum where he is getting his own back....he hasn't named her either.

An 'imagined' forum huh?

Is it based on religion?:yawn:

[oldrider]

I have been a client of a local business for 30 odd years and have recently taken my business to his opposition and wont be going back.

I broke my glasses, pisses you off when it happens, particularly when you are blind as a friggen bat and can not read a thing with out them. It is all ok though, I am insured and this is why I pay for insurance :yes: So, I make a call to the business that I have dealt with for a long time, tell them I broke my specs and attempt to make an appointment to get some new ones :2thumbsup

So, far so good. Now things are a bit tight financially for me at the moment, read very tight if you will, I can not afford to buy new glasses, but will manage to pay the excess on my insurance claim without too much hardship. I got asked if I was going to claim insurance, I said yes. What is the name of your insurance company? Um, think it is xyz, but I will have to check with my broker. This is when things got tricky, apparently if I am with a broker I have to pay them in full for new specs and get reimbursed by the insurance company, they dont handle broker claims. I did ask again if I had heard correctly, and yes it was confirmed, if I was insured via a broker I had to pay in full, if I was directly insured then no problem at all. I said thank you, I can't afford to pay for new glasses and rang off.

Luckily I now have an option in town. I made a call to the opposition and it appeared to be no problem to them at all. My new specs should arrive anyday :D

So, being a decent sort of long term client, I wrote and hand delivered a letter to my ex optomitrist and put him in the picture as to what had happened. He rang me, very sorry to hear of my experience. He had interviewed his staff, and they denied saying I had to pay up front for my new glasses, so this was all my problem. Oh, OK! I must have imagined it then, in fact my fantasy extended to taking the time to write to you telling you about it. Sure, that is fine. It is your business after all.

I am lying, it never happened, I must have made the whole thing up. A 30 year client of yours takes the time to tell you why they are no longer one, in writing no less, and you dont think there may be even the smallest bit of truth in what they are saying? Wonder how many more of your clients have been told something similar?

Well he stopped then and thought about it, perhaps I should look into this a bit more? Perhaps he has read my letter after all. In it I suggested he review his policy on accepting broker based insurance claims or take the time to train his staff in how to apply his policy.

There is one quick lesson in how you will not win a client back after fucking up. Sure, support your staff, back them all the way if they are right. Train them well to ensure they are really representative of your business principles. But, if you get a complaint, investigate it. Hear both sides, before you tell someone that took the time to write to you, they are wrong, what they complained about never happened. Then train your staff up a bit more and/or put your client in the grumpy bitch pile :D

Supporting staff is one thing, standing around and paying them when you have no customers, is another! :Oops:

The adage: "A fool and his money are soon parted" springs to mind! :Pokey:

Have no fear Mom, I would have stood by you while you felt your way around! :whistle:

Glasses are just to make you look better! :D

[The Stranger]

I bet he's having a big sigh of relief and congratulating his staff.The plan worked perfectly and he's off loaded the bitch to that other sucker.There is always two sides to a story.

Is he allowed to defend himself here,or is this a KB bash only?

Hmm, as much as I find it distasteful, I have to agree with Motu here to a degree.

I have turned away insurance work several times in the past. Our margins on hardware are bad enough as it is, to have them simply use us for a price check or to beat another supplier with and pay months late if we do get the work.

The exceptions are where we advise our clients that if they wish us to do the work they must tell the insurers that we are the only ones they will accept - in which case the insurers fuck someone else around with price checks.

So not all work is good work and I'm not in business to be fucked around by arseholes thanks - not that I'm calling you an arsehole Mom, but I can understand their position. In most cases I'd rather not deal with insurers for the reasons stated above, and unless the client is an important one I wont.

[Brian d marge]

Why bother ..specs .com or whaterever...a couple of days a couple of hundred to your door

ole Jim ( national ) has been on about it on the radio ,,,,

Wouldnt bother with any Kiwi busness who showed the slightest form of cant do

unless it was ,,,reaaaalllllly difficult


Stephen